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Simulering av ett multi-skill callcenter – Med varierande genomsnittlig betjäningstid beroende på agenters kunskapsnivå.
KTH, School of Computer Science and Communication (CSC).
2012 (Swedish)Independent thesis Advanced level (professional degree), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

The purpose of this report was to find the effect of using varying average service-times depending on the agents skill for different types of calls in a multi-skill call center. Given a modell for distributing calls to agents a call center is simulated for different average service-times. The purpose was to determine the effect of introducing varying service-times and if introducing multiple skills always leads to better performance. The simulations showed that when introducing more skills than one, the result became better. However it also showed that there is a clear boundary when the effectiveness started to get worse by introducing yet another skill. Best result was achieved by using two skill for almost all simulations where the exceptions where using three skills.

Abstract [sv]

Den här rapporten undersöker effekten av att använda varierande genomsnittlig betjäningstid beroende på agentens kunskapsnivå i ett multi-skill callcenter. Givet en modell för att skicka samtal till en agent simuleras callcentret för olika antal kompetenser, tryck och genomsnittlig betjäningstid. Syftet var att avgöra effekten och om fler kompetenser per agent alltid betyder betyder bättre effektivitet som det gör hos ett multi-skill callcenter utan varierande genomsnittlig betjäningstid. Simuleringarna av callcentret visade att till en början blev effektiviteten bättre när agenterna fick fler kompetenser och sedan blev den sämre. Bästa resultat gav simuleringarna vid användning av två kompetenser per agent för alla scenarier som använde varierande genomsnittlig betjäningstid.

Place, publisher, year, edition, pages
Kandidatexjobb CSC, K12029
National Category
Computer Science
URN: urn:nbn:se:kth:diva-131034OAI: diva2:654480
Educational program
Master of Science in Engineering - Computer Science and Technology
Available from: 2013-10-07 Created: 2013-10-07

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